Ability to Respond to Group Messages from Outside Numbers

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  • (Edited)
It appears that there is a known bug in group texting now that the MMS feature has been deployed.  I opened a support ticket - I think ticket 50034? and was told this is a known issue.

Here is the scenario:
  1. Customer (not RC) sends a 'group' message to multiple people at our company (all RC).
  2. All employees/users receive the message.
  3. One or more employees attempt to reply and receives the error below:
"Message is not sent.  Recipient extension is not found."

I am assuming this is due to the fact that the system doesn't realize the other user is an "internal" user and thus does not translate the external number to an internal extension.

Please help as this is VERY FRUSTRATING since we have customers text more than they email.
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Scott McClannahan, Champion

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Posted 3 years ago

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Saadet, Employee

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Hello Scott & Peter,

This is a fairly new feature that we rolled out and currently it does have some limitations. Our KB Article goes through these.

4. Are there limitations to this feature?

Group messaging has the following limitations:
 • Group messages only work with extensions and contacts in Company Directory.

• Sending group text messages to an external number or a personal contact results in a message sent as separate text messages. (Sending a text message to an external number is available for US and Canadian accounts. RingCentral UK accounts can only send text messages to contacts within the Company Directory.)
• Once a group message is created you can’t add or remove somebody from the group. 

That being said, I have changed this to a feature request for our Product Team to review and for others to vote on!
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Scott McClannahan, Champion

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Hi Saadet, based on your article, I would still contend that this is a BUG.  The KB says "group messages only work with extensions and contacts in Company Directory" - however that is clearly not the case.  If an outside user (as in my example) sends a group message the entire group DOES RECEIVE the message.  According to the KB article, when responding to that message it should create SEPARATE TEXT MESSAGES which would be fine but instead, you get the error message both myself and Peter have experienced.  

This is causing MAJOR problems because an outside customer thinks  they are able to text all members in a group and if one of those members responds, none of the other members know abut it.

Therefore, I would still consider this a BUG.
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USA - I have very similar problem with a slight difference. When an external customer send sms/mms to my RC extension AND to other non-RC external tel numbers as a group message, I receive the text, however all the other recipients are identified as "null". In the copy that goes to email  conversion, the other contacts are identified as listed in the personal contacts list.  If I attempt any reply, I also receive the error message "Message is not sent.  Recipient extension is not found." This is a significant issue as I must figure out everyone that was sent the message, create a private response & copy to all parties individually. Once a customer/client is sending a text to my RC #, they are expecting it to work as most of current apps. Cannot explain to a client its ok to send me a text, but not a group text! 
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Greg Wilcox

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Has this issue been resolved?  I am experiencing the same results, "Recipient extension is not found" AND "Null, Null"...
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Scott McClannahan

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No Greg it has not.  It's only been SIX MONTHS since my original post.  I have talked to RC "Level 2" support multiple times and I have sent them at least 20 or 30 "examples" where this is happening.

Despite all this, there is still no resolution and every time I talk to someone from their "escalations" team I am told that this is "working as designed" so apparently they "design" software with bugs and that's ok. 

Either that or I guess they just don't care.
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This issue has definitely has not been fixed to work as it should. I still experience the same results, and most recently yesterday, Jan 30, 2018. Apparently those in charge at RC do not believe this is a significant flaw in the operation of the system. Van Yon, broker, Commercial Realty of Georgia.
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It is a huge flaw Van yon, its very annoying that I cannot respond back to the group text when doing business or just replying to friends who group text me.  I've called and emailed many times about this issue. 
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Ryan Gossett

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RC - Fix this!  $400 per month for my little business. Group text should not be an issue.